Manager, Enterprise Customer Success
Job Description
At AuditBoard we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the sixth year in a row as ranked by Deloitte!
Why This Role is Exciting
We’re looking for an experienced and dynamic Manager, Enterprise Customer Success to join our team in a dual role as both a player and a coach. You’ll not only manage a team of talented Customer Success Managers (CSMs) but also directly engage with enterprise customers to drive their success with our solutions. This role is ideal for a strategic leader who thrives in a fast-paced environment, enjoys rolling up their sleeves, and is driven by customer satisfaction and business impact. You will also…
- Shape the Future: You’ll be at the forefront of building and scaling our enterprise customer success function, setting the foundation for future growth.
- Make an Impact: This is a high-visibility role where your efforts directly contribute to our customers’ success and the company’s bottom line.
- Be a Leader and Doer: You’ll get to lead a team while staying actively involved with customers, keeping your skills sharp and your contributions tangible.
- Collaborative Culture: Join a supportive, innovative team where your ideas are valued, and your work makes a difference.
- Career Growth: As we scale, you’ll have the opportunity to grow with us, taking on increasing responsibility and influence.
Key Responsibilities
As a Coach:
- Lead, mentor, and develop a team of CSMs, fostering a culture of customer-centricity and continuous improvement.
- Drive team performance by setting clear goals, tracking key metrics, and providing actionable feedback.
- Collaborate with cross-functional teams (Sales, Product, and Marketing, etc.) to optimize the customer journey and drive advocacy.
As a Player
- Act as the main point of contact for key enterprise accounts, ensuring their goals are met and exceeded.
- Develop and execute success plans tailored to each customer’s business objectives.
- Proactively identify opportunities for growth, expansion, and customer advocacy.
- Navigate complex stakeholder environments to ensure seamless collaboration and value delivery.
Attributes for a Successful Candidate
- 3+ years of experience in Customer Success, Account Management, or a related field, successfully managing complex customer relationships in a B2B SaaS or enterprise environment.
- Proven experience in a customer-facing role, such as customer success, audit (internal or external), risk management, compliance, or management consulting, with an emphasis on solving enterprise-level challenges and driving customer outcomes (preferred)
- 1+ years of hands-on experience with AuditBoard modules, data load processes, and advanced configurations (preferred).
- Experience supervising employees effectively in virtual work environments.
- Exceptional communication, relationship-building, and problem-solving skills, with an ability to engage and influence stakeholders at all organizational levels.
- Strategic thinker with a hands-on approach to execution, balancing tactical and long-term objectives.
- Familiarity with customer success tools like Gainsight, Salesforce, or similar platforms (a plus).
- Self-motivated and proactive, with the ability to work independently and manage ambiguity effectively.
- Strong interpersonal skills to collaborate cross-functionally and drive alignment.
- Willingness and ability to travel within the U.S. and Canada as needed.
Perks*
- Launch a career at one of the fastest-growing SaaS companies in North America!
- Live your best life (LYBL)! $200/mo for anything that enhances your life
- Remote and hybrid work options, plus lunch in the Cerritos office
- Comprehensive employee health coverage (all locations)
- 401K with match (US) or pension with match (UK)
- Competitive compensation & bonus program
- Flexible Vacation (US exempt & CA) or 25 days (UK)
- Time off for your birthday & volunteering
- Employee resource groups
- Opportunities for team and company-wide get-togethers!
- perks may vary based on eligibility/location
Please note that background checks are required. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. This role may have access to highly sensitive data, including: employee data, customer data, company financials, and proprietary product information.